Full Time Text Line Shift Supervisor

Crisis Support Services of Alameda County•Oakland, CA

3d•$28•Hybrid

About The Position

Position Title: Text Line Shift Supervisor Reports To: Text Line Program Coordinators and Program Manager Location: Eligible for remote work after initial training. Must permanently reside in California and be able to commute to office located in North Oakland. Must attend training on-site when specified by the training team. Schedule: Full-time 32+ hours per week, 32 of which are direct service hours on text/chats and up to 8 hours of agency meetings and events. Non-exempt. Shift Schedule and Training Schedule can be found here. [https://docs.google.com/document/d/13u7M1eydvrw0NgyIba5T6ALWkpKLSBZarbSK6JenEbM/edit?tab=t.0] Pay: $28 per hour base pay with shift differentials (up to $5 per hour) for evening, weekend, and overnight shifts Benefits: Employees who work more than 20hrs/week are eligible for medical, dental, and retirement plans. Crisis Support Services of Alameda County (www.crisissupport.org), a non-profit community mental health agency, is seeking Text Line Counselors to fill daytime, evening, overnight and weekend shifts. Full time hours are 30-40 hours/week depending on a match in staff availability and program scheduling needs. The position is supporting CSS 988 capacity building. This position is best suited for people who enjoy thinking on their feet, collaborating with local behavioral health agencies, and connecting with people from diverse backgrounds. Join our team of dedicated staff and volunteers to help people in crisis be informed of life-saving resources in our community. Position Summary The Text Line Shift Supervisor position answers texts through both the 24/7 Local Alameda County Text Line and 988 Lifeline to provide crisis intervention, information, and referral services and to meet the needs of the community. Our goal is that, through active listening and motivational interviewing, we draw upon the texters’ strength, resilience, and natural support systems to cope with difficult emotions and life situations. The Text Line Shift Supervisor will also need to provide training, supervision, and consultation to Text Line Counselors, volunteers and interns. When providing crisis support and feedback, the Text Line Shift Supervisor will adhere to the highest possible ethical standards, and comply with program policy and procedures. You must also be open for picking up emergency fill-in shifts. Supervision/Direction Received This position reports to the Text Line Program Coordinators and Program Manager for supervision meetings. This position is required to receive a minimum of 60 minutes of individual supervision per month and at minimum 1.5 hour of group supervision per week. All staff are also highly encouraged to attend remote staff meetings 2nd and 4th Wednesdays 9:30AM-10:45AM.

Requirements

Knowledge of suicide assessment and collaborative safety planning via text/chat
Ability to provide training, constructive feedback, and supervision to volunteers and interns in a mental health setting
Report to their direct supervisor any important information related to quality control and volunteer support
Knowledge of processes for mandated reporting and documentation procedures
Knowledge of how to enact emergency procedures, support volunteers through emergency procedures, provide outreach, and fulfill documentation procedures
Comfortable with learning new technology, multi-tasking and toggling across multiple technology platforms
One year of mental health work experience required.
Must complete Background Check (DoJ) and LiveScan
Must live within a 100 mile radius of Oakland, CA 94609
Must be able to commute onsite to fulfill the role's onsite requirements
Must be fully vaccinated against COVID-19 (Fully vaccinated is defined as having received both initial doses of either the Moderna or Pfizer vaccine OR the single dose of the Jansen vaccine.) Or have a valid religious or medical exemption.
Must have access to a secure internet connection (If secure, you should see a padlock next to the wifi symbol), a computer with camera (for remote meetings), a mobile phone (for multi-factor authentication), and a private space for taking text sessions, making calls, and attending meetings. Or be able to work fully onsite to accommodate any of these needs.

Nice To Haves

One year of supervisory experience strongly preferred.
One year of crisis line text or phone counseling experience preferred - including completion of crisis line training.
Graduation from an accredited college or university with an associate's or bachelor’s degree in a social science or closely-related field is preferred. This may be substituted for comparable work experience.

Responsibilities

Answer the 24-hour local text line and lifeline
Answer chats/texts via Alameda County Text Line and 988 Lifeline
Assess all texters and chat visitors for suicide risk
Provide outreach support to high risk contacts via phone call and text
Triage sessions on our 24 hour local text line
Document every contact/interaction in a timely manner
Provide resources to texters and chat visitors as appropriate
Maintain confidentiality of other counselors and text/chat visitors
Consult and complete any mandated reporting duties in a timely manner
Coordinate referrals to emergency services when necessary
Communicate all relevant information to the next shift supervisor
Provide basic technical support to Text Line supervisees
Help foster an environment of dignity and respect
Comfortable multi-tasking and toggling various communication tools and platforms (e.g., email, chat via system platforms) to maintain seamless interaction with shiftmates and text/chat visitors
Actively engage with teammates during shift and utilize consultation as required
Accurately document staff hours in timesheets and MAA sheets
Other duties as assigned
Monitor supervisees’ sessions and review contact note documentation to provide feedback in a timely manner
Consistently provide consultation and supervision to Text Line supervisees through a hybrid work format
Manage workflow for Text Team volunteer counselors and interns by delegating and triaging text sessions as needed
Track volunteer and intern progress and performance
Review volunteer and intern contact notes and transcripts for quality assurance
Provide shadow shift training via Google classroom to incoming Text Line counselors as assigned
Participate in continuing education and monthly individual supervision as required
Actively participate in weekly group supervision and other program meetings as required
Establish rapport with and build productive relationships with texters/chat visitors in crisis
Display confidence and composure in crisis and mandated reporting situations
Communicate effectively and compassionately with volunteers, staff, and texters/chat visitors in a hybrid work format
Work collaboratively with others and accept constructive feedback
Work independently using creativity and resourcefulness
Recognize and demonstrate the values that diversity and culture bring to an organization
Recommend blocking texters who are using abusive, aggressive, or disruptive behavior on our Local Text Line, in accordance with written limit setting policy
Recommend breaking confidentiality for mandated reporting (consultation is mandatory) - The agencies you can break confidentiality with include CPS, APS, Ombudsman
Recommend breaking confidentiality for imminent risk (consultation is mandatory) - another crisis line or community mental health agency, local law enforcement agency or a texter’s family member
Provide training, supervisory support, and consultation to volunteers and interns